WESTERN VICTORIA

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Mallee, Wimmera and South West Districts of Victoria.

The Mallee, Wimmera and South West Districts of Victoria were impacted by severe weather on or about Friday 1 December 2017 through to Sunday 3 December 2017. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 345 of Optus services in the area bounded by and including, but not limited to, the area starting at Cape Otway and following the coastline west to the Victorian/South Australian border then heading north to the Victorian/New South Wales border. The area continues following the border easterly past Mildura and Robinvale to Boundary Bend. From Boundary Bend the area heads northwest crossing the Victorian/New South Wales border to Balranald, southeast to Wakool, south crossing the New South Wales/Victoria border to Gunbower, and then southwest to Mitiamo. The area continues southwest to Yeungroon, south to Carranballac, and southeast to Berrybank then south to Irrewillipe. From Irrewillipe the area heads southeast to Barramunga then southwest back to Cape Otway. All suburbs, towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

How will this affect you? 

Unfortunately your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0340110000 To 0340119999 0352428000 To 0352428999
0343000000 To 0343011999 0352980000 To 0352990999
0343020000 To 0343028999 0353219000 To 0353219999
0343098000 To 0343098999 0353283000 To 0353283999
0343430000 To 0343438999 0353400000 To 0353400999
0344001000 To 0344006999 0353402100 To 0353692399
0344008000 To 0344008999 0353781000 To 0353781999
0344322000 To 0344322999 0353800000 To 0353997999
0344330000 To 0344331999 0354257000 To 0354258999
0350180000 To 0350399999 0354412000 To 0354797999
0350486000 To 0350486999 0354910000 To 0354999999
0350510000 To 0350559999 0355200000 To 0355299999
0350719000 To 0350952999 0355453000 To 0355453999
0352307000 To 0352398999 0355510000 To 0355998399

We anticipate that the majority of services will be restored by 7 January 2018. We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track.

What else do you need to know? 

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall is referred to in the BOM Severe Weather Warning issued for 1 December 2017 initially at 5:19 am Friday, 1 December 2017, reference number IDV21037; all of which were widely reported in the news media after the events. Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 4 December 2017 to 7 January 2018 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area.

Need more information? 

If you have any questions regarding your eligibility for a CSG payment under this notice, or wish to have us reconsider whether the circumstances were a proper basis for claiming an exemption, you can contact Optus on 13 39 37– quoting CSG exemption reference number 04122017-VIC- S-C-P-WESTERN VICTORIA_RUL

You can also view a copy of this notice on our Internet site www.optus.com.au/msd If, after calling Optus on the above number, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO). Information on the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.